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FAQ

      Please choose a category below to review frequently asked questions regarding the Communications Online System and CNS billing:



General
Technical Support
Billing
Order/Trouble Requests




General Questions

  1. Why is the Communcations bill being moved online?

    2. The communications bill is being moved online to accomplish several goals:
    • To provide an improved, easy to read format.
    • To reduce the time between communications charges posting to FRS and bill availability (previously hardcopy and Beta93).
    • To allow the customer to view specific detail in the communications bill using the available online reporting tools.
    • To enhance the customers ability to review and audit their departmental communications bill.

  2. How do I get a username and password to view my Department(s) billing information?

    3. If you currently have access to your CNS bill on BETA93, your login information remains the same, and you will not need to submit a new request. If you do not have this access, you will need to get a valid user ID and password by submitting a form to CNS with your contact information, as well as providing a list of departments that you will need access to view.

  3. Who do we contact with questions?


    4. Billing Issues:
     CNS Business Office
      Telephone: (859) 218-0312
      Fax: (859) 323-9000

    Order Request or Trouble Related/Service Issues:
     CNS Work Order Desk
      Telephone: (859) 323-7000
      Repair Line: (859) 257-9350, or Dial 334 from on Campus
      Fax: (859) 257-9400
      Email: commwo@uky.edu

    Technical Assistance (Web Related Problems):
     IT Customer Service Center
      Telephone: (859)257-1300
      URL: www.uky.edu/helpdesk
Technical Support

  1. What version web browser should I use for this application?

    2. The CNS web interface requires Microsoft Internet Explorer version 5.5 service pack 2 or higher (version 6 recommended), or Netscape version 6.2 or higher. If you are using an older browser, it is likely that you will experience problems, and we recommend you upgrade your browser software to its latest version. To check your current browser version, select the About… option from your browser's Help menu.


  2. Can I log on and view information from home?

    3. Due to security and privacy concerns, at this time the web interface will only be available from inside the campus network.


Billing

  1. When will our Department bill be available each month?

    2. Your Communications charges generally are sent to FRS by the third working day of the new month (for the previous month's charges). Your online statements will be available as soon as your new account charges have posted to FRS. If there is a necessary schedule change, such as Fiscal Year end or holidays, CNS will post an adjusted billing schedule on their web site for that month.

  2. Will previous statements be available online?

    3. Any Communications bill run prior to January 2003 will not be available via the web interface, due in large part to the broad scope of changes being made to how your bill looks & functions. Copies of previous statements are available by request to the CNS Business Office.

  3. How long will the bills be viewable online?

    4. At present, there are no plans to remove older statements from the web.

  4. What is the fastest way to produce a complete billing statement?

    5. Log on and select Departmental Usage Reports on the left menu. Select your desired Output Method in the drop down list provided and click on the check box marked Include Individual Detail. Then click on the billing date you wish to view or save. Selecting the check box will generate a complete statement for the Department/month you choose.

  5. What is the fastest way to print a complete billing statement?

    6. Log on and select Departmental Usage Reports on the left menu. Select the Output Method "PDF" in the drop down list provided and click on the check box marked Include Individual Detail. Selecting the check box will generate a complete statement for the Department/month you choose. Then click on the billing date you wish to print. After a moment Acrobat Reader will open your billing statement in PDF format. From the Acrobat Reader window, click the printer icon and your complete monthly telephone bill will print.

    Order/Trouble Requests

    1. What is the fastest way to submit a new Order or Trouble Request?

      2. Log on and select Order Requests on the left menu. Click the New Order Request button. Follow the directions provided to search/select services and billing information. Once you have selected a service, select your desired action (move, install, change, etc.) and templates if applicable. Enter in any contact information and comments, and then click Submit to process your request.

    2. Will we still be able to fax new requests and/or call in trouble reports?

      3. Yes. Additionally, any request you submit via fax, email, web, or phone will be available for review online once it has been input into our system.